Job Description

The main purpose of the job: As Customer Service manager you are responsible for Managing the day-to-day customer service department, including Order Management (from Order to Billing) and Customer Relationship Management (Query & Complaint Management), also to Ensure up to date and accurate information on Customer Profile and Ensuring internal alignment both upstream with Production and Logistics and downstream with Sales and Finance for all Sales Channels. Main Responsibilities: - Manages and promotes communication and cross-functional collaboration - Monitors and leads the execution of order processing flow from acquisition to billing/cash. - Develops and leads Change to a Customer Centric Organization by Ensuring robust Customer and Product data via right governance and alignment with Master Data experts - Leads customer Queries, Incidents, Claims and Disputes by Managing the process of capturing customer queries and Monitoring and evaluating the resolution process, with involvement of relevant stakeholders - Actively drives insights on Customer Profitability - Owns and manages the Logistics Trade Terms (LTT) agreements with Customers - Detects opportunities and implements Supply Chain collaboration initiatives with key Customers aiming at joint value creation. - Provides clear and accurate information on Customer Service performance